Keeping the Edge

Dick Schaaf

ISBN 10: 0452271916 / ISBN 13: 9780452271913

Published by Dutton, 1995

About this Item

Dick Schaaf, a leading authority on the subject and co-author of The Service Edge, goes back to the 101 companies he profiled in 1989 and takes an eye-opening look at what has happened to them. Ninety-nine of the original 101 are still in business - and all have had to learn valuable lessons in the nineties in order to keep, refine, even reinvent their edges in increasingly competitive markets. Schaaf does not soften the blows when he looks at what developed in some of America's best companies - and what those developments portend for the rest of the decade. Yet, while confronting the tough realities, he maintains an upbeat, hopeful outlook, showing how logical progression has taken us from the first service crusade of the eighties, through the quality movement, downsizing, empowerment, teams, reengineering. . . and now right back to a renewed emphasis on customer service. 358 pages.

Seller Inventory # 1561554

Bibliographic Details

• Title: Keeping the Edge
• Publisher: Dutton
• Publication Date: 1995
• Language: English
• ISBN 10: 0452271916
• ISBN 13: 9780452271913
• Binding: Paperback
• Condition: Good
• Weight: 600 grams
• Seller catalogs:
  • General

About this title

Synopsis

In 1989, Dick Schaaf, co-author of Service Edge, which profiled 101 leading organizations that were making service their #1 priority. Now, in Keeping the Edge, Schaaf revisits the surviving 99 companies, including American Express, Disney, and Home Depot, to see how they have fared.

About the Author

Dick Schaaf is a writer, editor, and producer with more than thirty years' experience in business communication. He is an active speaker and seminar leader, has written or cowritten numerous books, and is a regular contributor to a variety of publications. He lives in Minneapolis.